Are you looking to appeal a defect or request feedback removal? Read our article on accessing Seller Help to resolve selling issues.
Automatic defect removal
You can find the full list of circumstances that result in automatic removal of a defect in our Seller performance and feedback policy.
In these circumstances, the defect will be removed from your account within 72 hours, so you won’t need to contact us.
To learn how sellers are protected on eBay, read our Seller protection policy.
Tip
The transaction defect report - opens in new window or tab provides details on any defects you may have.
Appeal a defect
If you have a defect that can't be removed automatically, you can visit Seller Help - opens in new window or tab. Seller Help is a tool for sellers to resolve issues related to returns, cases, defects, and feedback left by buyers.
In Seller Help, you can send an online request to have transaction defects reviewed for removal. Here's how:
- Go to Seller Help and select Request assistance
- Select Appeal a defect
- Choose the item you want us to review
- Tell us why, then select Send request
We'll review defects and feedback for removal if any of the following circumstances apply:
- The buyer opened the request by mistake
- Tracking was uploaded and shows that the acceptance scan is within your handling time
- Tracking was uploaded and shows that the item was delivered to the buyer’s address within the stated estimated delivery date. If the order’s total cost (total of item(s), shipping and tax) is $750 or more, signature confirmation is required
- An item sent through our Global Shipping Program, eBay International Shipping, or WINIT arrived on time to the processing center but was delayed in international shipping, or the buyer never received it
- The transaction was canceled by eBay, the Global Shipping Program or eBay International Shipping.
- You have proof that a returned item was delivered to the wrong address